南宁局集团公司铁路客运服务质量对策探讨  

A Tentative Study on the Countermeasures of Passenger Transportation Service Quality of China Railway Nanning Group Co., Ltd.

作　　者：邓楚利 DENG Chuli(Passenger Department,China Railway Nanning Group Co.,Ltd.,Nanning 530029,Guangxi,China)

机构地区：[1]中国铁路南宁局集团有限公司客运部

出　　处：《铁道运输与经济》2019年第7期78-81,共4页Railway Transport and Economy

基　　金：中国铁路南宁局集团有限公司科技计划课题(综18-6)

摘　　要：为促进铁路旅客服务质量整体提升,满足旅客多样化、个性化的服务需求,提高旅客满意度,立足于南宁局集团公司客运服务质量的持续发展,在分析当前客运服务质量现状的基础上,围绕服务理念、人员素质、服务质量管理体系、软硬件设施等方面存在的问题,提出打造适应市场的铁路企业服务文化、创新铁路企业人力资源管理、建立健全客运服务质量管理体系、完善软硬件服务设施建设等提升铁路客运服务质量的对策,以改善旅客出行体验,提高南宁局集团公司的铁路客运市场竞争力。In order to promote the overall improvement of railway passenger service quality,satisfy the diversified and individualized service needs of passengers, and improve passenger satisfaction, based on the sustainable development of passenger transport service quality of China Railway Nanning Bureau Group Co., Ltd., this paper analyzes the current situation of passenger transport service quality around the following aspects: service concept, service quality management system and problems in software and hardware facilities. This paper puts forward some countermeasures to improve the service quality of railway passenger transportation, such as creating service culture of railway enterprises adapting to the market, innovating human resources management of railway enterprises, establishing and perfecting the quality management system of passenger transport service, perfecting the construction of software and hardware service facilities,so as to improve passenger travel experience and enhance the competition of railway passenger transport market of China Railway Nanning Bureau Group Co., Ltd.

关 键 词：铁路旅客运输 服务质量 旅客满意度 人力资源管理 质量管理 

分 类 号：U293.1[交通运输工程—交通运输规划与管理]